In-Room Dining Order Taker

About Raffles & Fairmont Doha

Raffles Hotels & Resorts, a prestigious luxury brand since 1887, is known for its rich heritage and exquisite guest experiences at landmark locations worldwide. Together with Fairmont Hotels & Resorts, operating over 90 properties globally, they offer unparalleled hospitality that blends tradition with contemporary flair. Located in the iconic Katara Towers, Raffles & Fairmont Doha represent the pinnacle of luxury service, combining elegant atmosphere and world-class amenities to create memorable stays for discerning travelers.

Role Overview

The In-Room Dining Order Taker plays a critical role in delivering personalized and efficient service by managing guests' food and beverage orders within their rooms. This involves answering calls promptly, assisting guests with menu choices, noting special dietary requirements, accurately entering orders into the POS system, and collaborating with kitchen and service teams to ensure timely delivery. The position also requires handling guest inquiries and complaints professionally to uphold high service standards and guest satisfaction.

Key Responsibilities

• Respond to in-room dining calls quickly and politely.
• Record guests' food and beverage orders with precision.
• Verify room numbers, order specifics, and any special instructions.
• Provide guidance on menu options and recommendations.
• Clarify details about menu items, ingredients, and available choices.
• Input orders accurately into the POS system.
• Communicate dietary restrictions and allergies to the kitchen staff.
• Coordinate with kitchen and service teams to ensure prompt order delivery.
• Follow up on orders to guarantee guest satisfaction.
• Handle guest questions, requests, and complaints with professionalism.
• Promote additional food and drink items when appropriate.
• Maintain thorough records of orders and guest preferences.
• Adhere to hotel standards for service, hygiene, and safety.
• Exhibit a courteous and professional telephone demeanor.

Required Qualifications

• Completion of high school or equivalent education.
• Prior experience in in-room dining, room service, food and beverage, or a related hotel service role.
• Sound knowledge of food and beverage products and service standards.
• Strong oral and telephone communication skills in English.
• Basic proficiency with computers and POS systems.
• Excellent customer service and interpersonal abilities.
• High attention to detail and accuracy in order processing.
• Capacity to work efficiently under pressure in a fast-paced setting.
• Professional appearance and a positive, proactive attitude.
• Flexibility to work varied shifts, including weekends and holidays.
• Additional language skills are considered beneficial.
• Commitment to embodying the Raffles & Fairmont brand values and delivering luxury service.
• Supportive of an inclusive workplace where everyone is respected and valued.

Employee Benefits

Team members enjoy exclusive perks such as complimentary room upgrades, opportunities for extended stays, discounted rates across Fairmont & Raffles properties, special offers on dining and wellness services, and other luxuries designed to reward and support employees.

Company Values

• Respect: Valuing individual needs, ideas, and diversity, treating everyone fairly and with dignity.
• Excellence: Creating genuine connections and making guests feel uniquely special.
• Belonging: Celebrating differences and fostering a supportive and united community.
• Empowerment: Encouraging initiative to create unforgettable guest experiences.
• Integrity: Building trust through authenticity and mutual respect.

Diversity & Inclusion

The organization is dedicated to maintaining a welcoming environment where diverse talents are nurtured and all candidates from various backgrounds are encouraged to apply.